How to: Refund Paid Registrations (Credit Card Payments Only)

Elise Fletcher
Elise Fletcher
  • Updated


Cancel & Refund a Delegate Registration within your Event. 


  • Create a Tenant
  • Create an Event
  • User requires a User Account & completed Registration.
  • Ensure the Trigger Notification registration_cancelled_notifier is enabled 
    • To provide more information to the User about their refund, it's good practice to add the below line within the trigger notification:
      • "Please note that it may take up to 5 business days for the funds to appear in your account".
    • How To: Trigger Notifications


  1. Within the Admin Tools Dashboard, navigate to "Registration", then "Registrations" via the black navigational bar on the left-hand side of the platform.
  2. Search/locate the User that you are cancelling and refunding their registration.
  3. Once you have located this User, click the blue book (when you hover over it, it will say view) to the right of their name
  4. This will now bring you to the admin view of the User's registration where you can now cancel and refund their registration. 
  5. Scroll down to the bottom of the page, and there will be a red "Cancel Registration" buttonScreen_Shot_2022-07-01_at_9.58.55_am.png
  6. Once you click this button, it will bring you to the "Cancel Registration" page. From here, you can specify the refund amount which automatically generates the total amount paid.
    • We recommend not refunding the payment processing fee which is shown in the "View" page of the Registration. The field which includes this fee is titled "Payment Method Processing Fee"
  7. Within the "refund notes" section, standard practice is to input the date you competed this refund and cancellation and your name or initials if this needs to be referred back to later.
  8. After you have completed the fields within this page, you can now click "Cancel Registration". When you click this button, you will get an additional pop-up to confirm you are wanting to cancel and refund this registration. You will need to now click "OK" to process this cancellation and refund. 
  9. Once you have completed these steps, this will update the status of the registration to cancelled and not completed. The User will also receive a cancellation email stating their registration has been cancelled (if this Trigger Notification has been enabled)  


Once you have completed all the relevant details and submitted your registration, your User's registration will now cancelled and refunded. 



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